Guest Service Host

Dotty's, Stella's Place, and Shelby's are Chicagoland's premier destinations for slots and video poker, operating over 85 locations across the region. These well-established gaming cafes serve as neighborhood gathering spots where adults can enjoy light meals and engage in video gaming in a welcoming, friendly, and comfortable environment. Each brand maintains a commitment to providing a superior entertainment experience combining the excitement of gaming with the comfort of an inviting atmosphere. With a focus on community and exceptional service, Dotty's, Stella's Place, and Shelby's have earned a reputation for being accessible social hubs that cater to gaming enthusiasts and casual visitors alike.

The Guest Service Host role at these gaming cafes is pivotal to maintaining this high standard of service and atmosphere. As the first point of contact for guests and vendors, the Guest Service Host ensures a warm welcome and smooth operational flow during each scheduled shift. This versatile position is an integration of customer service, operational management, and compliance responsibilities. The ideal candidate is welcoming, customer-focused, and able to prioritize guest satisfaction while managing day-to-day operations efficiently. This role does not only focus on providing exceptional service but also encompasses maintaining cleanliness, ensuring compliance with gaming and liquor regulations, assisting in food and beverage services, and handling financial transactions responsibly.

Success in this role requires acting with integrity and honesty at all times and fostering a positive work environment for employees, guests, and vendors. Maintaining compliance with state, local, and company standards and collaborating closely with employees and management is a critical part of the responsibilities. The Guest Service Host is expected to be knowledgeable about video gaming terminal (VGT) machines and be capable of troubleshooting and resolving machine issues. They actively promote marketing initiatives and document guest activity and records accurately. Beyond customer service, the role includes tasks like cleaning and sanitizing various cafe and gaming areas, performing deep cleaning when necessary, and managing waste disposal.

The role further demands the ability to manage financial transactions including cash handling, sales records, deposits, and tips. Securing the environment by checking IDs to prevent underage gambling or alcohol purchases, supporting regulatory inspections, and maintaining adherence to health and safety standards is crucial. Food and beverage service duties involve preparing and serving menu items, maintaining consistent quality, and conducting food safety record-keeping such as temperature logs. Certification courses like Basset, Allergen, sexual harassment prevention, and Illinois Food Manager certification must be completed within 30 days of hire to ensure compliance and guest safety.

This position also plays a vital role in maintaining a safe environment by setting alarms, locking doors, and reporting safety concerns like torn carpet or defective furniture. Attendance, punctuality, and willingness to perform additional duties as assigned by management are expected as part of professional workplace behavior. Overall, the Guest Service Host is an essential member of the team, dedicated to creating memorable experiences for every guest every shift while supporting operational excellence and regulatory compliance within a thriving gaming café setting.